Summary of Restoring trust in government through improved customer experience

00:00:00 - 00:55:00

The video discusses how customer experience can help build trust in government, and how communication, expectations, and transparency are important aspects of the relationship. The video also suggests the benefits of publicly sharing how things are going.

• 00:00:00 This event is about how the federal government is trying to improve customer experience through improved customer service, and how local, state, and federal governments can work together to improve the customer experience.
• 00:05:00 The video discusses the importance of trust in government, and how it can be restored by improved customer experience. The video features a number of examples of how improved customer experience can be achieved, such as through better data sharing, better service delivery, and more effective accountability frameworks.
• 00:10:00 The video discusses how the Trump administration is working to restore trust in government by improving customer experience. The panelists share how they became motivated to work in this field and what they are most proud of. One panelist shares how her experience working on the healthcare.gov tech surge helped inspire her to start a public benefit corporation focused on building trust between government and its citizens.
• 00:15:00 The panelists discussed the importance of user-centered design in improving government service delivery. Nikhil Deshpande from the State of Georgia discussed their efforts to engage agency stakeholders and collect user feedback in order to improve service delivery.
• 00:20:00 Mira Raja spoke about her experience working on city tech projects in Chicago, which emphasized the importance of involving residents in the design and implementation of solutions. She also shared some of the ways that city tech projects used technology to engage residents.
• 00:25:00 The speaker discusses how improving customer experience is a cultural change process, not just a technology project. They provide advice on where to start when undertaking a digital transformation, focusing on inclusivity and paying participants for their time.
• 00:30:00 The video discusses how customer experience is important for government, and offers some suggestions for improving customer experience.
• 00:35:00 The presenter discusses some common pitfalls people can fall into when trying to improve government customer experience, and how implementing regular check-ins between different parts of the government helps to avoid these problems. He also discusses how having someone on staff who is technically proficient can be very helpful in this process.
• 00:40:00 The video discusses how customer experience can be improved by listening to customer feedback and making changes to regulations and user experience guidelines. It also mentions the importance of having a consistent level of education within organizations so that changes are made in an iterative way.
• 00:45:00 The video discusses the importance of customer experience, and the challenges faced in motivating staff to implement it. It also suggests the benefits of publicly sharing how things are going.
• 00:50:00 The speaker discusses how customer experience can help build trust in government, and how communication, expectations, and transparency are important aspects of the relationship. The speaker also points out that public agencies are not always perfect, but that they do make promises and keep them.
• 00:55:00 The video discusses how government agencies can improve customer experience by building trust, being where people are, and providing access to relevant information. It also mentions the importance of engaging with citizens in a crisis.